Sample Assessment Material, Unit 2, Understand the role of ...

© OCR 2018 SPECIMEN

Ofqual Reference Number: H/617/0722 SPECIMEN

Level 2 Cambridge Technicals in Business Administration Unit 2: Understand the role of an administrator

Sample Assessment Material

Date – Morning/Afternoon Time Allowed: 1 hour

First Name

Last Name

Centre Number

Candidate Number

Date of Birth

INFORMATION FOR CANDIDATES

• The total mark for this paper is 45.

• The marks for each question are shown in brackets [ ].

• You may use a calculator.

This test is a computer based test and will be completed using Surpass on OCR Secure Assess portal.

This sample assessment material illustrates the styles and types of questions that make up this test, along with its associated mark scheme.

This test will be available as a practice test on the OCR Secure Assess portal.

There will not be a paper test available for this qualification.

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Answer all questions.

Text 1 – Embleton Barns Hotel

Embleton Barns Hotel is a country house hotel set in large grounds. The hotel has 60 bedrooms, a large restaurant and two function rooms where weddings, parties and business meetings can be held. There are two administrators, Claire and Paul, and an administration manager employed by the hotel. There are also two receptionists who undertake administrative duties such as answering the telephone and greeting guests.

1. (a) Identify one reason for prioritising business tasks.

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(b)

(i) Explain one way that the prioritisation of work at a hotel is influenced by the status of the person originating the task.

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(ii) Explain two reasons why it is important that the receptionists have effective telephone skills.

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(c) Evaluate the benefits and drawbacks to Embleton Barns Hotel of encouraging

teamwork between the administrative employees.

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Text 2 – Embleton Barns Hotel website Embleton Barns Hotel has a website which provides details and photographs of the hotel, their rooms and their facilities. The hotel’s contact details are also on the website so that potential guests can contact them with any queries that they may have, such as the cost of the different rooms.

2. A potential guest, Mr Patel, has emailed the hotel to enquire about the cost of booking a luxury room for 2 nights in October.

Compose an email to be sent in reply to Mr Patel, using the email template below. You should include:

An appropriate subject heading

An appropriate opening and closing phrase

The tone of the email should be appropriate for the audience

Using the tariff table below, inform Mr Patel of the total cost of a luxury room for 2

nights in October

[4]

Tariff table:

Type of room Room rate per

night (September)

Room rate per

night (October)

Room rate per

night (November)

Standard room £100 £95 £90

Luxury room £120 £110 £100

Executive room £130 £120 £110

Email template:

From : [email protected]

To : [email protected]

Subject :

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(b) Explain two possible consequences to the hotel if the email was not completed accurately.

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[4]

(c) Analyse one advantage and one disadvantage of the hotel’s administration team using an electronic copy of a document rather than a hard copy.

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Text 3 – Arranging a meeting at Embleton Barns Hotel

Peter Coleman, the Production Manager at Brandon Drinks, has contacted Embleton Barns Hotel as he wants to book one of the function rooms to hold a meeting with some of Brandon Drinks’ suppliers.

Claire has discussed the meeting requirements with Peter and the potential costs.

3. (a) Explain two factors that may have influenced Peter’s choice of venue for the meeting.

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[4]

(b) Identify two ways that Claire, the hotel administrator, could provide effective administrative support for the meeting.

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(c) Explain one benefit to Brandon Drinks of effective administrative support being provided for the meeting.

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(d) (i) The hotel’s administration team need to prepare an invoice to request payment from Brandon Drinks.

There are 35 attendees at a cost of £20 per person.

There is an additional charge of £50 for the hire of a projector.

Peter wants a copy of his presentation printed out for every attendee. This will cost £15 in total.

All costs are excluding VAT at 20%.

Complete the invoice using the information above. [6]

Embleton Barns Hotel Loughborough

LE11 4LV

INVOICE

Invoice to: Peter Coleman Brandon Drinks Bedford BD12 9FP Customer account: CL492 Customer contact: 01942 555222

Invoice number: 6439 Payment terms: 30

days

Quantity Description Unit price Amount

Subtotal:

VAT (20%)

Total:

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(ii) Explain one reason why the hotel’s administration team must maintain data protection protocols when completing invoices for customers.

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END OF QUESTION PAPER

Copyright Information:

Permission to reproduce items where third-party owned material protected by copyright is included has been sought and cleared where possible. Every reasonable effort has been made by the publisher (OCR) to trace copyright holders, but if any items requiring clearance have unwittingly been included, the publisher will be pleased to make amends at the earliest possible opportunity.

OCR is part of the Cambridge Assessment Group. Cambridge Assessment is the brand name of University of Cambridge Local Examinations Syndicate (UCLES), which is itself a department of the University of Cambridge.

© OCR 2017 SPECIMEN Mark scheme

SPECIMEN

Sample Assessment Material Level 2 Cambridge Technicals in Business Administration

Unit 2 Understand the role of an administrator

MARK SCHEME Duration: 1 hour

MAXIMUM MARK 45

SPECIMEN

Version: 1 Date: September 2018

This document consists of 9 pages

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Question Answer Marks Guidance

1 (a) Responses include:

due to conflicting demands on time

due to the importance of or the requirement to meet deadlines

due to workload

1 One mark for a correct identification Responses do not need to be in context.

(b) (i) Responses include:

a guest may not return and/or provide a poor review if a complaint or issue isn’t dealt with promptly

a line manager has the authority to request that a task is given priority

a potential guest may be lost if they do not receive a prompt response

Exemplar response:

The hotel relies on guests for revenue (1). If a guest has a complaint, for example about the cleanliness of their room, a manager is likely to ask for this to be given priority so that the customer is happy and likely to return (1).

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One mark for correct identification, plus a further one mark for explanation. Explanation must be relevant to the context.

(b) (ii) Responses include:

effective telephone skills means that the message is likely to be interpreted more accurately by the caller

messages taken for other employees to return calls etc. are more likely to be accurate

the way that they deal with telephone calls will influence the hotel’s corporate image

they are often the first point of contact with the hotel and therefore the first impression

Exemplar response:

The receptionists are often the first point of contact with the hotel (1)

therefore the way that they answer the phone and deal with the caller will

2 x 2 marks

One mark for each correct identification of a difference up to a maximum of two identifications, plus a further one mark for each of two explanations. Explanation must be relevant to the context.

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influence the caller’s perception of the business (1).

(c) Responses include: Benefits:

increased productivity

more likely to meet agreed team deadlines

opportunity to share knowledge and experience

providing better customer service

providing support to and receive support from colleagues Drawbacks:

some employees may leave tasks for others in their team to complete

some employees prefer to work alone so motivation and productivity may be reduced

time may be wasted if team members spend time chatting rather than working

Exemplar response: One advantage of encouraging team work is that employees are more likely to ask questions if there is something that they are unsure about (L1). Other team members can then offer advice based on their experience (L2). This means that the employee is more likely to complete tasks accurately rather than trying to work it out for themselves, which in turn should provide a better service to guests and other stakeholders (L3). One disadvantage of encouraging teamwork is that the more employees get to know each other and work closely together, the more likely they are to spend time talking about non-work related topics (L2). This wastes time and lowers productivity (L3). Embleton Barns Hotel needs to consider the administrative employees and whether the benefit of being able to share their knowledge and experience outweighs the possibility of them spending more time talking about non-work related topics, if so then productivity will be improved. I think that the priority for the hotel is excellent customer service to its guests, therefore the benefits of encouraging teamwork at the hotel do

8 Levels of response Level 4 (7 – 8 marks) Candidate evaluates relevant benefits(s) and drawbacks(s) to reach a conclusion. Evaluation must be relevant to the context. Level 3 (5 – 6 marks) Candidate analyses relevant benefit(s) and drawbacks(s). For both marks benefit(s) and drawback(s) must be analysed in context. Level 2 (3 – 4 marks) Candidate explains relevant benefit(s) and drawback(s). For both marks benefit(s) and drawback(s) must be considered. Context not required. Level 1 (1 – 2 marks) Candidate identifies one advantage for one mark and one disadvantage for the other mark. . Context not required.

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outweigh the possible drawbacks. (L4).

2 (a) Indicative content:

Subject heading – relates to the content of the email received from

Mr Patel, e.g. ‘RE: room enquiry’ (1)

Cost – the cost of a luxury room for 2 nights in October is £220 (1)

Tone – formal (1)

Appropriate opening and closing phrase – formal e.g. Dear Mr Patel

and Kind Regards (1)

4 Up to 4 marks. This question assesses content and tone.

(b) Responses include:

if errors such as spelling mistakes are made then the hotel’s

reputation will be adversely affected

if the price is quoted inaccurately then guests may complain if they

are charged more on check-out

if the tone was inappropriate (e.g. too informal) then the guests may

decide not to book

Exemplar response:

Any spelling mistakes could make it appear that the hotel is careless and

Mr Patel might judge the hotel based on this (1). He is less likely to book

a room because if the hotel is viewed as careless as there might be other

issues at the hotel e.g. badly cleaned rooms (1).

2 x 2 marks

One mark for each correct identification of a possible consequence up to a maximum of two identifications, plus a further one mark for each of two explanations. Explanations must be in context.

(c) Responses include: Advantages:

can be accessed via a shared network

can be emailed

2 x 3 marks

One mark for identification of a valid advantage and one mark for identification of a valid disadvantage. A further one mark for explanation of a valid advantage and one mark for explanation of a valid

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require less physical storage space than a hard copy Disadvantages:

may be unsuitable for legal documents

need a computer/tablet to be able to access it

Exemplar response: An advantage of using electronic documents is that a large storage area isn’t needed (1). Hard copies have to be filed physically so this will take up more space in the office. For electronic documents an appropriate computer device is needed, which is not the case for hard copies (1). Using electronic documents therefore means that large amounts of documents can be stored easily without causing a health and safety issue in the office (1).

disadvantage. Award an additional one mark for analysis of the advantage and one mark for analysis of the disadvantage.

3 (a) Responses include:

availability

cost/budget

location (ease of travel)

venue capacity

whether an internal or external venue was required

whether appropriate refreshments/catering were available

whether required resources could be provided

Exemplar response: Peter is likely to have had a budget for the meeting (1). He therefore will have chosen a venue that could provide the resources and catering that

he needed within this budget (1).

2 x 2 marks

One mark for each correct identification of a factor, plus a further one mark for each of two explanations. Explanation must be in context.

(b) Responses include:

arranging and/or testing equipment

arranging for documents to be photocopied

arranging for documents to be available in the meeting room

arranging refreshments

ensuring that Peter/attendees are aware of health and safety

procedures at the hotel

greeting attendees

providing Peter with directions to the hotel to circulate to attendees

2 x 1 mark

One mark for each correct identification, up to a maximum of two identifications. Do not award a mark for administrative support that would be provided by Brandon Drinks themselves e.g. inviting the attendees, circulating an agenda prior to the meeting and taking meeting minutes.

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(c) Responses include:

all attendees can find the room

all attendees can find the venue

as the attendees are external to the business it should have a positive impact on the business’ reputation

attendees have refreshments available and are therefore more likely to be motivated

documents are available for a prompt start

ensure the safety and comfort of attendees by providing clear instructions

Exemplar response: A benefit of Claire arranging for drinks to be available when attendees first arrive is that after a long journey attendees are more likely to be refreshed and therefore in a better frame of mind for the meeting (1). They are therefore more likely to digest what is being said and the aim of the meeting is more likely to be achieved (1).

2 One mark for a correct identification, plus a further one mark for a valid explanation. The benefit identified must relate to administrative support that the hotel would have provided for Brandon Drinks.

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(d) (i)

Embleton Barns Hotel Loughborough

LE11 4LV

INVOICE

Invoice to: Peter Coleman Brandon Drinks Bedford BD12 9FP Customer account: CL492 Customer contact: 01942 555222

Invoice number: 6439 Payment terms: 30

days

Quantity Description Unit price Amount

35 1 1

Cost per attendee Equipment hire Printing

£20.00 £50.00 £15.00

£700.00 £50.00 £15.00

Subtotal: £765.00

VAT (20%)

£153.00

Total: £918.00

6 Up to six marks. Award:

one mark for the correct quantity of attendees, an appropriate description and the correct unit price

one mark for the correct calculation of the total cost for the attendees

one mark for the correct quantity, appropriate description, unit price and amount for both equipment hire and printing

one mark for the correct subtotal

one mark for accurate calculation of VAT

one mark for the correct total. Own Figure Rule applies.

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(d) (ii) Responses include:

to maintain the confidentiality of customer details

to meet the requirements of data protection legislation

to meet the hotel’s data protection policy

to protect the hotel’s reputation Exemplar response: This must be done to meet the requirements of data protection legislation (1). If protocols aren’t followed then confidential information could be leaked and the hotel fined (1).

2 One mark for a correct identification, plus a further one mark for explanation. Explanation must be in context.

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